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Caitlyn Fagan
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September 3, 2015 at 10:32 am
Hello,
I’ve seen a few cases with our site where the registration for someone will say that it is approved, but when you look at their transaction it says incomplete (for different errors, like that the address entered does not match the billing address on file with the card). My concern with this is that this sale, which really isn’t a sale, is affecting the inventory we have set for that show. This seems to me like an issue, and was wondering if you had any suggestions. Also, this isn’t very user friendly for someone using the backend, because they have to check the registrations (for any comments made to the special questions) and then they have to compare that registration to the transaction to make sure that it is indeed complete.Thanks for your time.
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Lorenzo Orlando Caum
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September 3, 2015 at 1:14 pm
Hi Caitlyn,
By default the registration status should change to approved if a payment has been made.
With that mentioned, it is possible to manually change the status by going to the registrations overview screen and then clicking on the registration and selecting approved from the dropdown.
There is also a way to change the registration status to approved by going to the registrations overview screen and then clicking on the registrations overview screen and selecting the new status by clicking on the button:
http://cl.ly/image/161Z340r1B45
Another way that the registration status could be changed is if there is a payment manually added through the transaction details screen as that form includes an option to update the registration status:
http://cl.ly/image/3h2a0A0l162a
You mentioned that you have noticed this on a few registrations. Is it possible that a team member manually changed it through one of the options described above?
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Lorenzo
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Caitlyn Fagan
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September 3, 2015 at 3:32 pm
Hi Lorenzo,
No it is not possible that a team member had manually changed these. I personally went in and recreated the error (before any of the team members were even up this morning) where I tried to purchase a ticket and then intentionally put the wrong address from what is associated with the card. I get a very obvious error message on the checkout screen that says that my transaction has been declined because of the address, and that my purchase is incomplete. Then when I immediately log in to the backend it says that my registration is approved, but that my transaction is incomplete. You mentioned above that the registration should change to approved if the payment was made, but in this instance the payment was not completed and it was still approved, and again no one manually changed this. I have seen three instance of this so far since the site has been live (we launched it one week ago today).
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Tony
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September 3, 2015 at 3:40 pm
Hi Caitlyn,
Can you edit your event and look what the ‘Default Registration Status’ is set to please? – http://take.ms/A9WR7
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Caitlyn Fagan
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September 3, 2015 at 4:13 pm
It is set to approved. If I set it to pending payment, should this take care of this issue? With this change is there anything else that it should affect?
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Tony
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September 3, 2015 at 4:47 pm
It is set to approved. If I set it to pending payment, should this take care of this issue?
Yes, it being set to approved is why all your registrations are taking spaces.
Approved registrations take spaces on the event, setting approved as the default means ‘regardless of payment status, these registration apply’.
With this change is there anything else that it should affect?
No, nothing should change. Your registrations will switch Approved when payment is made and remain pending payment (which does not take spaces on the event) until that time (or you update manually)
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